Deskside Technician

Stefanini UK; Woking; On-site; GBP 30,000 - 40,000; Full time

Job summary

A global IT service provider is seeking an experienced IT Support Technician in Woking to handle end-user support and manage hardware delivery. Responsibilities include tracking incidents through ServiceNow, troubleshooting Lenovo PCs, and participating in IT Workplace Refresh projects. Ideal candidates will have a solid background in IT support and hardware management.

Qualifications

• Strong background in end-user support.
• Experience with common IT tools.
• Ability to manage incidents and tasks effectively.

Responsibilities

• Manage, respond to, and own incidents in the support queue.
• Track incidents and calls, adhering to SLAs.
• Troubleshoot and resolve hardware issues on Lenovo PCs.
• Conduct hardware support tasks including printer setup.

Skills

End-user support

ServiceNow knowledge

Troubleshooting hardware issues

Hardware support

Tools

Lenovo PCs

ServiceNow

Printers

Job description

We are seeking a skilled IT Support Technician with a strong background in end‑user support and familiarity with common tools. The successful candidate will be responsible for handling tickets assigned to the local workgroup from the Global Service Desk and logging walk‑in tickets related to end‑user support. The role involves interfacing with the Global Service Desk and other global support groups to fulfil the deliverables supporting the OSS contract.

The other side of the role is task based and includes delivering hardware to new and current employees, processing returned and broken hardware and participating and leading annual IT Workplace Refresh Rollout projects, which involves replacing various models of laptops, PCs, iPads, and phones.

Key Responsibilities

• Take initiative in managing, responding to, and owning incidents and tasks in the support queue, with a preference for ServiceNow knowledge.
• Ensure accurate and timely tracking of incidents and calls, adhering to specific Service Level Agreements (SLAs).
• Demonstrate proficiency in troubleshooting hardware issues on Lenovo PCs (Desktops / Laptops).
• Possess experience in hardware support, including tasks such as printer setup and component replacement.